We purchased a floor model GE Caf Wall Oven, Model # CT9070SH1SS, from your Castleton Square (#01600) store in Indianapolis in January, that was advertised to be in excellent condition, only missing boxes. We even purchased a MPA for it.
We are located in a different state, so went through extraordinary efforts in a 16 hour roundtrip drive to get the oven at a discount. The oven sat at our home a few months while we were getting renovations done. Then, we went to install it a few weeks ago, only to learn it did not have several components critical for the oven to operate (control board, wiring harnesses, fan, etc). We had a Sears service tech come out to identify and replace the missing items, only to learn the oven was not only missing parts but also missing a serial number/model # tag, so the Sears tech was unable to work on it (liability reasons, apparently).
We called the Castleton store and spoke with store manager Amy Batson about the issue. While Amy offered to replace missing components, we had no means of determining the full extent of what is missing or installing it without a serial number. We asked Amy for a replacement option and to speak with her district manager, but have been denied access after multiple attempts through her and customer solutions. Amy has since started avoiding our calls.
Amy said she could do nothing else and her hands were tied. Sears Protection Agreement administration told us they could do nothing and would have to cancel our MPA because we had no serial number (they listed what turns out to be an invalid serial number when initially issuing the MPA). Customer Solutions said there is nothing they can do and to speak with the store where we purchased the item. So, we have been going in circles with no one assuming any responsibility for selling us a gutted appliance with no serial number.
Our only recourse is to go through the additional headache of returning the appliance and getting the discounted purchase price back and have to find another oven at a similar discount, meanwhile not being compensated for the time, energy, gas, etc that was expended in getting the oven the first time. We have been long-time Sears customers, have many appliances currently under MPA and this is by far the worst experience weve ever had at Sears. The Sears business is declining and it's extremely evident now in their customer service.
What used to be a great company has devolved into a subpar entity with questionable business practices. BUYERS BEWARE!
Product or Service Mentioned: Ge Appliances Ct9070sh1ss Oven.
Reason of review: Poor customer service.
Monetary Loss: $3000.
Sears Cons: Customer service, Shady business practices.